TECHNICAL AND OPERATIONAL STANDARDS FOR ENHANCED 9-1-1 Section 1. Mission Statement. The Vermont Enhanced 9-1-1 Board was created in 1994 by Act 197 (30 V.S.A.). The Board is responsible for the design and implementation of a reliable and efficient statewide enhanced 9-1-1 emergency calling service, which automatically routes the call to the appropriate answering location and which subsequently provides a display of a caller's telephone number and location. The 1994 Legislature determined that enhanced 9-1-1 would further the safety, health, and welfare of the state's citizens. Section 2. Scope and Purpose. This document contains technical and operational standards prepared by the Enhanced 9-1-1 Board as required under 30 V.S.A.. These standards are firmly based on national enhanced 9-1-1 standards and are designed to assist in the development and operation of a reliable, uniform statewide enhanced 9-1-1 system. The Board may modify and update these standards as needed to take advantage of changes in technology during planning and later as identified during the operation of the system. Any changes and modifications of standards shall supersede those previously promulgated. INTRODUCTION Section 3. The 9-1-1 Concept. The concept of a nationwide emergency telephone number was first adopted in Great Britain in 1937. Since then, other countries in Europe and elsewhere have employed a three-digit uniform emergency number. In the United States, President Johnson's Commission on Law Enforcement and Administration of Criminal Justice recommended a nationally uniform three-digit number in 1967 and a year later, AT&T announced it had reserved the numbers 9-1-1 for emergency use nationwide. In 1992, the Vermont Department of Public Service (DPS), in response to concerns raised by consumers, emergency service providers, and Legislators, initiated a study of 9-1-1. In 1993, the Vermont Legislature passed Act 83, which provided funding and direction to the DPS for further analysis and study. In 1994, S.311, a law enabling implementation of statewide enhanced 9-1-1, was passed by the Vermont Legislature and signed by the Governor (Act 197, or 30 V.S.A.). The Legislature determined that a single, statewide emergency number providing access to Public Safety Answering Points (PSAPs), and capable of mobilizing a broad range of lifesaving services, would result in faster, more coordinated and efficient emergency response. Section 4. Implementing the Concept. Key to implementing effective enhanced 9-1-1 service is ensuring direct access from the caller to the authority having responsibility for mobilizing the broadest possible range of emergency interventions. In Vermont, the responsibility and authority for delivering emergency medical services, fire protection, and law enforcement generally rests with municipalities. This is true even when supplemental services are performed by others, such as private ambulance companies or independent public authorities and non-profit organizations with limited internal fire protection and security forces. Section 5. The Importance of a Statewide Standard. Vermont's citizens and visitors deserve the highest uniform standard of public safety available. The existence of a statewide standard takes advantage of the economies of scale inherent in consolidating and coordinating government response to emergencies and helps maximize the use of public resources while setting the stage for better service. This standard embodies the best nationally-accepted philosophies, concepts and operating practices and is the result of the experience and latest thinking of many who have traveled this route before us. Section 6. Definitions. Abandoned Call , a call placed to 9-1-1 in which the caller disconnects before the call can be answered by the PSAP call taker. ADA , Americans with Disabilities Act of 1990 Agency , the municipality, county, state government, or private entity that operates a Public Service Answering Point. Alternate Routing , the capability of automatically rerouting 9-1-1 calls to a designated alternate location(s) (called an alternate PSAP) if all 9-1-1 trunks from a central office or to a PSAP are busy or out of service. May also be activated upon request, or automatically if detectable, when 9-1-1 equipment fails or the PSAP itself is disabled. American Sign Language (ASL) , a visual language based on hand shape, position, movement, and orientation of the hands in relation to each other and the body. Answering Position , an appropriately equipped location within a PSAP that is used to receive incoming 9-1-1 calls. Approved by the Board , a simple majority vote by members of the Statewide Enhanced 9-1-1 Board taken at a public meeting of the Board at which a quorum of the Board is present. ASCII , an acronym for American Standard Code for Information Inter-exchange which employs an eight bit code for the purpose of transmitting data. Audible Signal , a sound which indicates an incoming 9-1-1 call. Auto-Dial , a PSAP function which allows an attendant to dial an outgoing programmable telephone number with a single button. Automatic Call Distributor (ACD) , equipment that distributes incoming calls to available PSAP attendants in the order the calls are received, or holds calls until an attendant becomes available. Automatic Location Identification or "ALI" , the system capability to identify automatically the geographical location of the telephone being used by the caller and to provide a display of that location information at any public safety answering point. ALI data base , a derivative, verified set of records which contain, at a minimum, a telephone number and location identification for each unique building or publicly-used facility within a defined geographic area in Vermont. Automatic Number Identification or "ANI" , the system capability to identify automatically the calling telephone number and to provide a display of that number at any public safety answering point. Average Busiest Hour , the one hour period during the week statistically shown over time-to be the hour in which the, most emergency telephone calls are received. Barge-In Capability , the capability for multiple PSAP operators to establish simultaneous access to any emergency line or trunk in prior use for the purpose of assisting fellow personnel with difficult calls. Baudot, a seven bit code , only five of which are information bits. Baudot is used by text telephones to communicate with each other. Board , the Vermont Enhanced 9-1-1 Board. CAD Interface , the means of automatically introducing the ALI data into a computer aided dispatch (CAD) system, rather than by manually entering the information. Call Relay , disposition of a 9-1-1 call by the notation of pertinent information by the PSAP attendant who forwards the information to the appropriate agency. Call Referral , disposition of a 9-1-1 call by advice to the caller of the appropriate numbers to call other than 9-1-1. Call Sequencer , equipment that distributes incoming calls to available PSAP positions in sequence. Call Transfer , the extending of a 9-1-1 call by a PSAP attendant to connect the caller with the appropriate agency. Central Office , a telephone company facility that houses the switching and trunking equipment serving telephones in a defined area. Central Office Modification , hardware and/or software changes to a telephone company central office to specifically accommodate Enhanced 9-1-1 service. Central Office Upgrade , scheduled hardware and/or software changes to a telephone company central office to improve the overall telephone service from that site. Computer Aided Dispatch (CAD) , a computer-based system intended to increase the efficiency and accuracy of public safety call handling and dispatching. Continuous Logging Recorder , a device which records date, time, voice and TTY communications, and other transactions involved in the processing of calls to the PSAP. Dedicated Trunk , a telephone circuit used for one purpose only; i.e. transmission of 9-1-1 calls. Dedicated Network , a point to point or multi point network where resources (switching or transmission facility) are reserved for a particular customer or type of traffic. Default Routing , the capability to route a 9-1-1 call to a designated (default) answering point (called a default PSAP) when the incoming 9-1-1 call cannot be selectively routed due to an ANI failure, garbled digits, or other cause. Department of Public Safety , The Vermont governmental entity responsible for all matters of public safety, including emergency management. Department of Public Service (DPS) , The Vermont governmental entity responsible for representing the interests of the public in regulated utility matters. Director , the Executive Director of the Vermont Enhanced 9-1-1 Board. Duplicate Street Name , a street name in which the name and any associated designator is exactly the same (example: Pine St. and Pine St.; NOT Pine St. and Pine RD.) Diverse Routing , the practice of routing calls through different circuit paths in order to prevent total loss of the 9-1-1 system in the event an individual circuit is disabled. DMS, Data Management System , a system of manual procedures and computer programs used to create, store and update the data required for selective routing and ALI information in support of enhanced 9-1-1. Emergency Service Providers , police (law enforcement), fire and ambulance services. Emergency Service Zone (ESZ) , a defined geographical territory consisting of a specific combination of law enforcement, fire, and emergency medical service coverage areas. EMS , Emergency Medical Services. Municipal based, private under municipal contract, private, or volunteer rescue squads or hospital based Advanced Life Support agency/providers whose sole purpose is to provide EMS to a municipality or group of municipalities. BLS, Basic Life Support . An EMS agency providing a level of basic life support service to a community. ALS, Advanced Life Support . Advanced EMS provided by Paramedics or EMTs with advanced training and who may not necessarily be part of a community's BLS service.